Jul 2022 – Mar 2024 · 1 yr 8 mos

• Designing, developing, executing, and managing training for Domestic and International tutors (India, US, UAE, Singapore, and Philippines)
• Developing new training modules, activities, methodologies, and teaching pedagogy
• Implementing a comprehensive integrated plan for building higher engagement with tutors in training and post-training (CRT, Virtual, and LMS training)
• Smooth functioning and execution of New Hire and Refresher training
• Introduction of Indian and International teaching pedagogy and methodologies
• Managing end-to-end tutoring quality and feedback by keeping a tab on teaching and pedagogy evaluation

Sep 2021 – Jul 2022 · 10 mos

• Created and executed training programs for the ground force and central team (Ride, Delivery, and Battery Swap)
• Managed LMS, and organized self-learning, virtual and physical pieces of training
• Developed effective training materials utilizing a variety of media and tools
• Conducted TNI, and TNA pieces of training from the results of the audit
• Conducted NPS and published a report along with actionable for the team concerned
• Prepared and scheduled communications to the ground force (Hindi and English)
• Conducted ground engagement (Reward and Recognition, Testimonials, Interviews, etc.)

Mar 2021 – Sep 2021 · 6 mos

• Supply Chain Learning and Development
• Overseeing end-to-end PAN India Training & Development for the Supply Chain (First & Last Mile)
• Identifying the target audience’s training needs and fulfilling them by creating engaging learning activities and compelling course content
• Designing courses and supporting material/media for online/offline presentations that are conducive to the learning programs in adherence to business needs
• Training methodologies and implementing them to continuous support with the best learning experience

Aug 2020 – Mar 2021 · 7 mos

• Customer Experience Training
• Maintaining updated records of training curriculum and supporting material
• Conducting NHIP, Cross-Function training, publishing the monthly Training Calendar
• Conducted Virtual Training about product features and processes of the Customer Experience
• Suggesting new processes to retain customers in the long run
• Coordination with cross-functional team to develop the customer experience processes and ensure timely dissemination
• Soft Skills & Behavioral Training along with developing the user interaction channels

Dec 2018 – Aug 2020 · 1 yr 8 mos

• Customer Experience Training
• Customer Experience Training for representatives/new hires
• Increased efficiency and team productivity by promoting adherence to operational best practices and processes
• Monthly Training calendar, fortnightly PKT & weekly Knowledge Bytes
• Building long-term, loyal customer relations by providing a top-notch user experience
• Handle the complete cycle of TNI, TNA, DSAT, and Interaction audits

Jun 2017 – Dec 2018 · 1 yr 6 mos

• Customer Experience
• Maintained the social media presence by posting messages, answering posts, and monitoring responses
• Wrote blogs on customer experience/journey that increased traffic and readership

Apr 2016 – Jun 2016 · 2 mos · New Delhi Area, India

• Marketing Internship

Apr 2015 – Jul 2015 · 3 mos · Ghāziābād Area, India

Sep 2013 – Nov 2013 · 2 mos · New Delhi Area, India

• Sales Internship